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Client Success Specialist

2 months ago

Middletown, Connecticut, United States XSE Group Inc Full time
Job Overview

XSE Group Inc

Position: Customer Success Associate

About XSE Group Inc

XSE Group Inc stands as a prominent entity in the sales, marketing, and distribution of workplace technology solutions. Our cohesive framework capitalizes on a premier partner network, substantial purchasing power, exceptional global sourcing connections, and a comprehensive distribution center network, enabling us to deliver unparalleled expertise, value, and service to our clientele. With over 35 years of industry experience, we pride ourselves on our long-standing relationships with clients, many of whom have partnered with us for decades. We are committed to continuous improvement and innovation.

Innovation . Technology . Client Focus

These three principles shape our vision for ongoing development. We proactively adapt to market trends and technological advancements to ensure our clients receive unwavering support for their business technology needs. Our ambitious growth strategy includes onboarding new clients, launching new programs, and introducing new products and services, and we seek talented individuals to accompany us on this journey.

Role Overview

  • This entry-level role is ideal for recent graduates or individuals entering the workforce seeking practical experience. There are numerous opportunities for advancement into various departments such as merchandising, accounting, and sales.
  • As a member of our Customer Success team, you will handle over 60 calls daily, manage multiple email accounts, and support the sales teams. Reporting to the Customer Success Manager, this position requires a friendly, self-motivated, detail-oriented individual who can work independently and collaboratively.
  • Comfort in a dynamic environment, handling phone inquiries, and addressing customer concerns is essential.
  • We prioritize growth, a willingness to learn, and a commitment to delivering exceptional customer experiences. You will join a seasoned, fast-paced team dedicated to excellence in service delivery.

Key Responsibilities:

  • Facilitate daily sales operations by responding to phone inquiries and processing orders via phone and email.
  • Manage return requests, credits, and customer service emails.
  • Coordinate with carriers regarding delivery issues, including call tag requests and package rerouting.
  • Assist with daily customer service inquiries for multiple companies.
  • Provide support through online chat for all company websites.
  • Assist account managers with bidding opportunities and customer pricing inquiries.
  • Maintain an error rate of less than 0.1% monthly.
  • Foster positive relationships with customers.
  • Encourage traffic to the company website.
  • Enhance your skills in Excel, Outlook, and other Microsoft Office applications.

Success Metrics for the First 90 Days:

  • Achieve 11.75 transactions per hour.
  • Handle over 60 phone calls daily.
  • Maintain an error rate below 0.1%.
  • Process orders for multiple companies efficiently.

Qualifications:

  • Proficient in reading, writing, and speaking English clearly.
  • Strong proficiency in Microsoft Office, particularly Excel.
  • Professional demeanor and a calm voice are essential.
  • Ability to work on-site at our headquarters.
  • Authorization to work in the United States.
  • Availability for a Monday to Friday work schedule.
  • Work hours are from 10 AM to 7 PM Eastern Time.
  • Demonstrated enthusiasm for our corporate values:
  1. Growth Mindset: Always seeking possibilities and developing actionable plans.
  2. Technological Proficiency: Integrating effective technological solutions to enhance productivity.
  3. Client-Centric Approach: Valuing relationships and striving to exceed client expectations.

Benefits:

  • Annual compensation of $40,000.
  • Comprehensive wellness benefits, including health, dental, and vision insurance.
  • Employer-sponsored 401(k) plan and life insurance.
  • Employee discount programs.
  • Paid vacation, holidays, and sick leave.

XSE Group Inc is an equal opportunity employer, considering qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status.